[Hiring] Care Coordinator @UnitedHealth Group

Role Description

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

This position is full time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shifts, Sunday - Saturday from 12:00 am - 12:00 pm (Department works 24 hours a day, 7 days a week). It may be necessary, given the business need, to work occasional overtime and weekends.

We offer 3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Provide telephonic customer service; including chat and video modalities.
• Support the continuum of care for TRICARE Beneficiaries by scheduling a variety of medical services in accordance with Registered Nurse triage dispositions, customer availability, Military Treatment Facility (MTF) capabilities, and contract guidelines.
• Respond to inquiries and resolve issues regarding TRICARE eligibility in a timely manner while maintaining sensitivity toward military culture.
• Conduct customer contacts related to beneficiary support, referral follow-up, education, and TRICARE resource inquiries.
• Identify potential emergent concerns and follow contract specific protocol to connect beneficiaries to the TRICARE NAL clinical team and/or local emergency services.
• Access written scheduling instructions and apply decision making to align contract requirements to those instructions.
• Maintain constant awareness of individual contributor performance metrics and adjust performance to meet the needs of the population served as well as the business.
• Apply knowledge/skills to a range of complex activities and beneficiary interactions.
• Demonstrate a great depth of knowledge/skills in own function.
• Provide a high degree of accuracy in process adherence.
• Work independently to direct customer interactions to full resolution while providing high quality service.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 2+ years of clearly defined customer service experience.
• Experience asking appropriate questions and listening actively to identify root cause and path to resolution.
• Experience positively influencing working relationships with beneficiaries, co-workers, clinical team members, and Military Treatment Facilities.
• Experience multitasking, working efficiently, and consistently meeting performance standards in a dynamic contact center environment.
• Experience identifying and understanding issues, problems, and opportunities and comparing data from different sources to draw conclusions, determine appropriate course of action, and provide effective one call resolution.
• Experience managing time and adherence to scheduled activities.
• Experience acquiring and maintaining the technical/professional expertise to do the job effectively and to create positive beneficiary experiences.
• Ability to obtain positive adjudication of background investigation, obtain common access card and government database provisioning.
• Ability to self-manage credentials and security requirements related to provisioning.
• Advanced keyboarding skills and computer literacy with the ability to navigate online resources, multiple applications, as well as Microsoft Office suite.
• United States Citizenship.
• Ability to work full time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shifts, Sunday – Saturday from 12:00 am - 12:00 pm (Department works 24 hours a day, 7 days a week). It may be necessary, given the business need, to work occasional overtime and weekends.

Preferred Qualifications

• National Career Readiness Certificate.
• Military, TRICARE Beneficiary experience or contact center experience.
• Customer Service experience within a clinical environment.
• Knowledge of relevant software, applications, and equipment - database and web portal proficiency.

Telecommuting Requirements

• Ability to keep all company sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting).

Soft Skills

• Professional etiquette and interpersonal skills to support beneficiary communication, conduct outreach to TRICARE entities, and create positive working relationships within the operational team.
• Verbal and written communication skills with a high degree of accuracy in documentation.
• Ability to interact with others in a way that promotes confidence, support, and conveys the intentions of the organization and contract.
• Ability to convey and receive information and ideas through a variety of media.
• Ability to maintain effectiveness when experiencing frequent changes in workflow and the ability to effectively adjust to work within new work structures, processes, cultures, and knowledge base.

Requirements

• As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC).
• Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense.
• Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received.
• Failure to obtain final NACLC approval will result in termination from this role.

Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
• The hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment.
• We comply with all minimum wage laws as applicable.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.